SaaStr

OCTOBER 20, 2020

It’s even true in customer support. Which customers hate, 9 times out of 10. Imagine you save just 10 customers over the course of a year at a $4k ACV by picking up the phone. That’s less than one saved customer a month. A great one. Picking Up the Phone Can Be Accretive in 90 Days.

Sales Hiring 341

Sales Hiring Headcount Engineering Banking 341

FastSpring

MARCH 14, 2023

In light of the recent events in the US banking industry, FastSpring wants to reassure our customers and partners that we were not directly affected by the recent bank closings. If you’re a customer with questions, please reach out at [link] or email your customer support manager.

Banking 78

Banking Customer Support Management 78

USIO

AUGUST 12, 2024

Integrated payment systems support multiple payment methods, including credit cards, digital wallets, and bank transfers. Thus, providing a variety of payment options caters to different customer preferences, making the purchasing process more convenient and appealing.

Payments 223

Payments Payment Methods Payment Solutions Payment Services 223

Tom Tunguz

JULY 21, 2024

What if an AI-powered customer support agent needs to be able to manage very technical telecom queries? Banks could publish open-source standards for regulator-compliant customer support chatbots. 1 This type of evaluation works well for broad sense of relative performance.

Sales 212

Sales Artificial Intelligence Machine Learning Benchmarks 212

Stax

MARCH 18, 2025

A typical payment processing procedure involves multiple parties, including the merchant, customer, payment processor, payment gateway, issuing bank, acquiring bank, and card networks. A payment processing system is a technology that facilitates the secure transfer of funds from a customer to a merchant.

Payment Services 88

Payment Services Merchant Services Payment Methods Payment Solutions 88

Intercom, Inc.

FEBRUARY 22, 2019

This all combines to create an experience that models what you’d provide customers in a chat with a real person. You should think about adding a chatbot feature like this to your website if: You have a global, growing base of customers. Support is needed across multiple channels (website, in-app, on social media).

AI Search 267

AI Search Artificial Intelligence AI Scale 267

SaaStr

JANUARY 17, 2024

Some of the biggest use cases for AI in the enterprise are across customer support, sales and marketing, and engineering — ie helping developers test code and troubleshoot issues. Early adopters so far in the Enterprise, maybe to no surprise are typically very tech-forward companies but also big banks and retailers.

AI 286

AI Enterprise Artificial Intelligence compliance 286

Stax

APRIL 8, 2025

Choosing a credit card processor that offers transparent pricing, strong customer support, and top-tier security is the key to lowering processing costs. Acquiring bank – The merchants bank that receives and disburses the funds. Chase, Bank of America, etc.), Also known as card companies or card issuers (e.g.,

Payment Services 88

Payment Services Merchant Services Payment Methods Payments 88

Stax

OCTOBER 13, 2024

Comparison of both platforms will use the following criteria: Features Ease of use Integrations Mobile app Customer support Pricing User reviews Scalability Security Learn More What is The Major Difference Between Quicken and QuickBooks? Live Support Quicken’s live support team is available from Monday to Friday between 5am to 5pm.

Payment Methods 88

Payment Methods Payment Solutions Payments Payment Services 88

SaaStr

MARCH 24, 2021

At a high level,” says Tunguz, “the whole idea of NDR is how quickly is my bank account growing? How quickly are my customers going to pay me?”. To improve NDR, dedicate your efforts to cross-selling, upselling, an effective pricing infrastructure, a deep understanding of your customer segment, and top-notch customer support.

Metrics 269

Metrics Banking Benchmarks Investment 269

Stax

JUNE 17, 2025

With so many players in the payments space, from banks and fintechs to all-in-one platforms, figuring out who does what (and who’s right for you) can quickly get confusing. And depending on your needs, working with one could give you more flexibility, service, and value than a traditional bank.

Merchant Services 88

Merchant Services Payment Services SaaS Payments Payment Methods 88

Intercom, Inc.

NOVEMBER 18, 2019

Chatbots are rapidly spreading beyond the realm of customer support to drive growth at all stages of the customer lifecycle. In fact, sales is now the most common use case (41%), followed closely by support (37%) and marketing (17%). Chatbots for all. Chatbots sped up response times by an average of 4x.

Scale 42

Scale B2C Technical Review Airlines 42

Intercom, Inc.

AUGUST 13, 2019

They can also route customer conversations to the team best equipped to handle their questions and can even provide answers to simple customer questions like, “How can I add more users?”. Why automate your customer service? But I get it – live chat isn’t always the most convenient option for customers.

Underperforming Technical Team 279

Underperforming Technical Team Customer Support AI Headcount 279

Tom Tunguz

DECEMBER 5, 2013

I’ve never seen a computer marketed as a TCP/IP machine or a bank that promotes the ACH compatibility of its checking accounts or a social network trumpet its H.264 264 codec support. I doubt I ever will because supporting a protocol isn’t a value proposition that attracts end users.

Startup 196

Startup Payment Methods Payment Services Banking 196

Stax

JUNE 24, 2025

TL;DR Processors act as the middleman between your customer’s card and your bank, but not all are created equal—some offer better service, pricing, and tools than others. Follow a 6-step process to choose the right provider: map your payment needs, shortlist vendors, compare features, request demos, test support, and check scalability.

Payment Services 88

Payment Services Merchant Services Payment Methods Payment Features 88

FastSpring

NOVEMBER 9, 2023

Ensure that your website has robust security measures in place to protect customer data. Once a customer enters the checkout, FastSpring employs risk management to help safeguard you from fraud. Customer Support readiness : Anticipate a surge in customer inquiries and prepare your support team.

Payment Methods 78

Payment Methods Customer Support Payments SaaS Payments 78

SaaStock

JANUARY 25, 2019

Its focus is on helping companies handle financial routine and streamlining processes related to accounting, banks, stock, and electronic invoicing, among others. Aivo offers Artificial Intelligence solutions for customer service, so that businesses can provide their clients with outstanding experiences. Founded : 2011. Founded : 2002.

SaaS Payments 257

SaaS Payments Payment Solutions Payment Methods Payments 257

Stax

JUNE 24, 2025

Interchange rates are a percentage of the transaction value paid by the merchant’s acquiring bank to the cardholder’s issuing bank. The purpose of interchange fees is to compensate the issuing banks for the risks and costs associated with processing and managing credit card transactions.

Payment Services 88

Payment Services Merchant Services Payment Methods Stax 88

Intercom, Inc.

SEPTEMBER 8, 2021

For so many years, customer support was seen as a cost center – the first port of call for customer complaints. Customers’ expectations of support are also changing dramatically as the support landscape continues to evolve. What is proactive support? Here’s how they’re doing it.

Scale 237

Scale Headcount Mobile Communication 237

Stax

NOVEMBER 21, 2024

A study by the Federal Reserve Bank of San Francisco showed that credit cards account for 31% of all payments, significantly more than cash at 18%, and debit cards at 29%. The company facilitates the transfer of information and funds between the customer’s bank and your business’ bank.

Payment Services 88

Payment Services Merchant Services Payment Methods Payment Solutions 88

Stax

DECEMBER 9, 2024

Debit or credit card chargebacks are when a disputed charge made to a merchant’s account is refunded to the customer’s bank account. This has been aided by the rise of online banking, which has made the chargeback process as easy as a few clicks. What Are Credit Card Chargebacks?

Merchant Services 88

Merchant Services Payment Services Payment Methods Software Review 88

Stax

MARCH 11, 2025

There are six main payment methods used in online payments, including credit & debit cards, digital wallets, ACH & bank transfers, direct debit, Buy Now, Pay Later (BNPL) services, and cryptocurrencies. The merchant account : this is a special bank account that allows you to accept and process credit and debit card payments.

Payment Methods 88

Payment Methods Payment Services Merchant Services SaaS Payments 88

Stax

NOVEMBER 14, 2024

They include: the merchant, cardholder, card associations, acquiring bank, issuing bank, and payment processor. These are not banks, but rather governing bodies that set interchange rates, and arbitrate between acquiring and issuing banks. Acquiring Bank: The business’ (i.e., merchant’s) bank.

Merchant Services 88

Merchant Services Payment Services Payment Methods Payment Solutions 88

Stax

MAY 5, 2025

Challenges include: Lack of support for local payment methods (e.g., Inconsistent acceptance of certain cards or banks in different regions. A globally-minded payment provider with strong regional partnerships and support for multi-currency wallets is key to solving this issue. Alipay, iDEAL, M-Pesa).

Payments 88

Payments Payment Services Merchant Services Payment Solutions 88

Panintelligence

AUGUST 8, 2024

Conventional banks have historically controlled the financial sector. Yet, they have not always been within reach for individuals living in locations lacking physical bank branches. This is where a Neobank, also known as Fintech banks, come into play. Let's explore the key differences between Neobanks and traditional banks.

Banking 52

Banking Technical Review Blockchain Mobile 52

Intercom, Inc.

APRIL 29, 2020

We always start with proactive communication – how can we identify questions our customers are going to have and preempt them? Similarly, our customer ShipBob , an ecommerce fulfilment platform, is using in-app messages to notify their merchants of changes to their operating procedures.

Merchant Services 228

Merchant Services Travel Communication Banking 228

Intercom, Inc.

OCTOBER 27, 2020

“Offering support that spans 24 hours a day, 7 days a week, to more than 12 million daily active users across the globe, Slack’s customer support needs to strike the perfect balance between personal and scalable”. Understanding the customer.

Scale 179

Scale Education Customer Support Banking 179

Stax

MAY 6, 2025

The customer Put simply, this refers to the cardholder who uses their debit or credit card to pay for the products or services. Acquiring bank This is the merchant bank that allows the business to receive money from card transactions and store these funds. Think: Visa, Mastercard, American Express, and Discover.

Accept Credit Card Payments 88

Accept Credit Card Payments Payment Services Merchant Services Payment Methods 88

FastSpring

OCTOBER 13, 2023

The issuing and acquiring banks can then authorize or deny the transaction request. A merchant account is a business-specific bank account that allows you to accept and process payments from credit and debit cards; it’s where the funds are held until the transaction is completed. Is Stripe a merchant of record?

Payments 159

Payments Payment Methods Payment Services Merchant Services 159

Neil Patel

SEPTEMBER 4, 2020

This means that you need a credit card processing company that offers superior customer support. Full-service providers do the same as credit card processors but also provide a merchant account, meaning you don’t need an additional merchant account with a bank. Thus, the software, apps and/or hardware need to be user-friendly.

Payment Services 144

Payment Services Merchant Services Payment Methods Technical Review 144

FastSpring

AUGUST 1, 2024

Customer Support Readiness Prepare for Inquiries : Anticipate a surge in customer inquiries. Train your support team to handle common issues efficiently. Support Resources : Utilize FastSpring’s support resources for seamless customer interactions. Machine-Learning Fraud Engine.

Payment Methods 120

Payment Methods Payment Solutions SaaS Payments Payment Services 120

Stax

MAY 13, 2025

Interchange fees are the base fees charged by card-issuing banks to process a transaction. Transparent contracts and customer support Hidden fees, long-term lock-ins, and vague terms can turn a payment processor into a liability. Look for providers that offer clear pricing, straightforward contracts, and responsive support.

Merchant Services 88

Merchant Services Payment Services Payment Methods SaaS Payments 88

The Angel VC

MARCH 23, 2016

Summary" tab The "Summary" tab contains only two types of input cells: Your starting bank balance and cash injections from financings. Headcount planning for the Customer Success team is (again with the exception of the VP) done formulaically as well, based on assumptions on how many customers a customer success team member can handle.

SaaS Payments 217

SaaS Payments Headcount SaaS Payment Methods 217

SaaStr

NOVEMBER 12, 2019

Think of your salespeople, think of your VCs, think of your customer support people, people that take lots and lots of meetings. We worked closely with Silicon Valley Bank, and we got a line of credit based on a multiple of our recurring revenue. Tope had invented a much simpler, more beautiful way to schedule meetings.

Sales Recruiting 194

Sales Recruiting Scale Outsourcing Services Sales Hiring 194

USIO

AUGUST 19, 2024

It’s like having a translator that speaks the language of your business, making sure everything runs smoothly from point A to point B (or, in this case, from checkout to your bank account). The Perks of Payment Integration Let’s get to the good stuff—why should you bother with payment integration? Get Integrated, Stay Ahead.

Payments 130

Payments Payment Services Payment Solutions Payment Methods 130

Intercom, Inc.

OCTOBER 13, 2020

Resolution Bot is a product that automatically answers the repetitive questions faced by customer support teams. Support teams get a lot of repeated inbound questions, which get tedious to answer. Achieving this balance in practice requires a lot of work. Case study: Resolution Bot.

Artificial Intelligence 281

Artificial Intelligence Machine Learning Underperforming Technical Team Development 281

Stax

APRIL 17, 2025

Evaluate whether the system provider offers 24/7 support on multiple channels like phone, live chat, and email.

Payment Methods 88

Payment Methods Payment Solutions Point of Sale Payment Services 88